Service Delivery Manager

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP). Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

Key purpose

The Service Delivery Manager (SDM) is a leadership role within operations who leads a team of functional assessors and site coordinators. The SDM is the single point of accountability for delivery of volume, quality and customer service within their team. They will work collaboratively with the Regional Quality & Performance Manager, Area Quality Assurance Leads and support services facilitating a smooth running of the assessment operation that supports delivery of a quality service for customers and staff by using management information to drive performance in line with individual objectives. The role is responsible for leadership & oversight of operations, assessments, admin, customer services, facilities, and health & safety.

Reason for the role

The Clinical Operational Services requires an impressive performance driven, and customer focused culture that supports our values in delivering consistent, robust, and quality assessments whilst developing and protecting our reputation. Using management information to drive performance.

Structure and reporting relationship

The Service Delivery Manager will report directly into the Regional Quality & Performance Manager within Clinical Operations. The SDM will have line management responsibility of the Functional Assessors, Clinical Standards Leads and an administrative team of Site Coordinators.

Key accountabilities

• Ensure that the volumes, quality, and applicable service levels are delivered to agreed target levels.
• Deliver team objectives and performance against targets through robust performance management methods.
• Facilitate communications which support delivery.
• Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery.
• Work with Regional Manager to drive continuous improvement and disseminate through team.
• Investigate and resolve customer complaints and elevate serious complaints as required.
• Communicate changes in assessment procedures and best practices (healthcare-based and administrative) to teams (with support of Clinical Standards Lead(s) if required).
• Ensure Clinical Standards Lead(s) have in place appropriate healthcare-related mentorship and coaching to support delivery of quality targets.
• Ensure Clinical Standards Lead(s) follow appropriate processes to escalate clinical questions and communicate resolution.
• Support the continuous professional development of staff and encourage shared learning.
• Responsible for effectively and proactively managing absences to minimise ad-hoc and ongoing absence.
• Other ad-hoc duties as required.

Essential technical and professional skills, knowledge, and qualifications

• Experience leading and developing teams.
• Experience of delivering challenging performance targets.
• Health Assessment experience helpful but not essential.
• Ability to engage and support remote teams.

What we offer

• Up to 6% contributory pension scheme.
• Life insurance.
• 25 days annual leave plus bank holidays.
• Options for annual leave purchase.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts which include cinema, Merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
• Interesting and enjoyable work.
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.